Field Job Ticket Work Flow Needs Impovement
We have a problem with the way the workflow is happening in RS for the Field Techs. It has been a little Jaring here lately.
So here is the problem.... Someone calls in the shop and needs a new service call so we make a ticket and assign this to a user we make called "Field Techs" since most of the time we want the first available tech to get the ticket/job so we dont just assign it to this field techs user we made so that all the techs get a email and text message about the problem (Note: we edited the user to have all the techs cell phone numbers and emails under the user so this sends it to everyone)
So that is the First problem. There needs to be a separate Job Que or Ticket Screen just for Filed jobs where a tech can look at all the field jobs and pick a ticket and assign it to themselves at that time.
Now the second problem is all of our managed services clients get training on how to login the portal and submit a ticket. So now this way makes the ticket turn blue on the in shop wall mounted TV/Dashboard but leaves the tickets in the ques with everything else including in shop. So it makes it hard to find since its marked From portal and not assigned to anyone.
Third Problem... customers send an email for support and it goes to the Leads section and then it automatically created a ticket for a customer if they already exist. However, it doesn't notify the techs besides a new leads email. But the main problem is it drops the tickets into the que with all the other tickets with no one assigned.
So needless to say we have 3 ways to get filed jobs / service call tickets. So we just need a more streamlined way of getting these all in one place and making them all turn the dashboard blue. (the dashboard needs an upgrade to allow us to customize the changing of colors in different situations but that's a different story.
What I would like to see happen, Some Sort of Que/ Filed Jobs area.. Like one place to see these types of Tickets.. It makes the Work Flow hard to follow when you can have them Three different places and different ways to see/ find them with different ways of notifications.
The field techs user we have made (which takes one of our 10 users) has been the best way for us to get everyone informed and close to on the same page. But when a customer puts in a ticket or sends an email to the leads sometimes the tickets can get missed.